BCI Certification frameworks for outsourcing enterprises have evolved on two quality-excellence tracks over the years “ Talent Management and Service Delivery. The Service Delivery Master Standards...Read more

The BCI service delivery certification BSDQ™ is awarded to enterprises showing compliance to the BCI SDMS - Service Delivery Standards Release 1.3, which promulgates Service Delivery excellence...Read more

BCI to Breed the First Indigenous Batch of BPO Master Trainers for Mauritius
The budding BPO industry in Mauritius received a major boost when BCI (BPO Certification Institute) inked a deal with NCB (National Computer Board) under the ICT (Information and Communication Technology) Ministry, to breed what will be the island’s first ever clutch of internationally certified BPO Master Trainers. CredForce has been assigned to handle the MTB (Master Trainer Breeding) Project on the ground on behalf of BCI. A special CredForce team will mount the MTB program aligned to the BCI BGSQ12 workforce development standards. A crack team of the elite BCI Certified Lead Trainers shall be deployed in this marquee project for the ICT Ministry of Mauritius, and post completion of the two-week intensive training program, the trainees will take the online CBMT™ assessments for obtaining their prestigious CBMT™ certification.

This project envisages making Mauritius self-sufficient in terms of training expertise demanded for developing a large pool of internationally certified BPO... Read more

NYC Partners BCI for World-Class Certification Programs in Sri Lanka
Sri Lanka’s Business Process Outsourcing (BPO) industry is on the move now. According to FCCISL News Alert Weekly Business Highlight 2010, BPO sector is Sri Lanka's fifth largest exporter. BCI research estimates ICTA’s aim of touching USD 1.0 billion by 2016 is quite attainable considering the excellent quality of human resources. This industry can increase only if the BPO talent-pool is increased annually by at least 15000-20000 in Sri Lanka for the next two three years. Looking at the prospects in the BPO sector, the Sri Lankan government is all set to provide an environment that is conducive for the growth of BPO industry.

BCI has been working on strengthening its footprint in Sri Lanka to help the country meet the rising demand of trained and certified BPO professionals in its growing... Read more

BCI & Youth Affairs Ministry in Sri Lanka to Work Together
Sri Lanka’s BPO industry is on the move now. A worldclass Hambanthota IT park is building up and the island’s reputation as a nation of trained accountants is now ready to be leveraged in BPO. A high power delegation of the National Youth Corps (NYC), with members from the Ministry of Youth Affairs and Skills Development, Sri Lanka visited the India offices of BCI in Gurgaon for talks on formalizing a partnership, which will make it possible for NYC to prepare its cadets – more than 10000 – for the growing Sri Lankan BPO industry. BCI plans to empower the 40-center island-wide NYC network with BPO training and certification capabilities aligned to HCMS21 standards, Release 3.5. On the other front, BCI and the Ministry of Youth Affairs & Skills development plan to work together to expand BPO industry and opportunities in Sri Lanka. The next few months are going to be exciting, even as BCI and different components of the Sri Lankan government will collaborate to invigorate Sri Lanka’s promise as a destination for value-added services.

SDMS Through the Years…

The Service Delivery Master Standards (SDMS – Release 1.0, then) was pressed into global circulation in 2006
after it completed its grueling 4-year international validation exercise. A week after it was flagged off for commissioning as the
credentialing base for the BSDQ™ series of certifications by the BPO Enterprise Certification Board, one senior executive of a
leading multinational BPO emailed a telling, but honest congratulatory note to us. It was long, but the most interesting line was “…
Finally, after two decades of existence, we’ll get to wear our own, exquisitely cut suit, and not a hurriedly-altered stuff of a
dear neighbor…”

This weather-beaten and highly accomplished professional expressed exactly what BCI was painstakingly attempting to achieve –
to create a set of Service Delivery quality standards that were exactly suited for the BPO industry. Hence, even in its first
version, the SDMS – Release 1.0, none of the 18 “Capability spheres” or parameters, were a take-off from some quality-management manual.

Today, several revisions later, the SDMS Framework – Release 1.6, is gradually catching on as a preferred standard and over the last one year,
we have received more than three dozen requests for proposals (RFPs) from BPOs across the world, including those from India, China,
Egypt and Philippines for implementation of the SDMS framework and getting BSDQ™ Certified.

In a simpler perspective, the SDMS framework has given BPO and other process-driven companies a sharp set of tools to resize and polish their operations and improve business and competitiveness across the board. Outsourcing managers worldwide are increasingly looking for vendors and BPO service providers that display the capabilities of handling large volumes of business-critical processes in ever narrowing industry verticals at lowering marginal costs. This marks a giant twist to the whole game of outsourcing. For a BPO Vendor, this means a paradigm shift in no uncertain terms, if it wants to retain current clients and add new ones. Hence, the need is to prove capabilities to deliver across verticals all the while retaining the same levels of functional delivery standards on ever lowering costs. The SDMS framework helps BPO service provider companies accomplish exactly that. It spells standards for players across all service-critical attributes and makes it easier for them to optimize processes and practices along well-proven lines.

Though very young, the SDMS framework has gone under the scalpel seven times already and has emerged a fitter, leaner body of service delivery standards – The SDMS – Release 1.6 Framework. Take a look at some of the major changes in the Framework over the years…

SDMS Version

Year of Launch/ Introduction

Coverage/ New additions

SDMS18 - Release - 1.0

2006

18 “Capability Spheres” or SDQ drivers (Service Delivery Quality)

SDMS20 - Release 1.1

2007

ADDED: TWO new SDQs drivers on “verticals specialization” and Client Interface Management”

SDMS22 - Release 1.2

2008

ADDED: TWO new SDQs drivers on “Internal Research & Development and Legal Compliances Management”

SDMS22 - Release 1.3

2009

ADDED: FOUR new SDQ-drivers in the CS-18 Module – Verticals and Domain Specialization

SDMS22 - Release 1.4

2010

ADDED: Six new SDQ-drivers in CS-19 module on Process & Task Handling Capabilities

SDMS22 - Release 1.5

2011

ADDED: PRIDE™ loaded onto the SDMS Audit system; three new SDQ drivers added in CS-2 module on Service Strategy Management

SDMS22 - Release 1.6

2012

Modified:Five drivers modified in module CS-5 on Technology Infrastructure. Reinforcements made to address the requirements of organizations in the Impact Sourcing network

To know more about how SDMS-Release 1.6 can mean vastly improved service delivery effectiveness for your organization, please write at sdms@bci.us.org

If you believe that following international standards and attaining certifications positively impacts the business of your BPO organization and your own professional growth in the industry, please do share your thoughts and experiences and tell us how can BCI possibly be of further assistance. You may write to us at how@bci.us.org

BCI is a CredForce Consortium member-credentialing body. Activities related to management of customer relationships, customer-support, credentialing logistics, partner-network and invoicing for BCI and all CredForce Consortium members are exclusively handled by the CredForce worldwide network. All queries may be safely directed to info.bci@credforce.com

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